Member Services Representative II - Riverside Branch; Riverside, CA

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We value and rely on the unique talents and contributions of our employees to absolutely excel in member engagement by Delivering Signature Experience.

Salary Grade: 153N

Salary Pay Range for This Position: $25.31 - $35.41

Provides consultative services to members regarding credit union products and services by assessing member needs. Assists members in establishing memberships, loan accounts and services, share accounts and savings services, completing necessary documents and performing data entry of records in compliance with audit requirements. Processes transactions for members and frequently serves as the initial point of contact between the Credit Union and members.

Promotes optimal member engagement by providing specific, accurate and timely information regarding Credit Union products and services in addition to actively referring members to all Wescom products and services when appropriate. Responsible, for engaging new and existing members to deepen their relationship with the Credit Union, including applications for home equity products and referrals for first mortgage real estate services.

Consistently provides a high level of service and is committed to increasing member satisfaction by consistently taking a consultative approach during all member interactions. Demonstrates adherence to the Branch Service Standards in addition to the enforcement and modeling of Wescom's Mission Statement, Vision, Core Values and Team Attributes. Promotes advocacy and takes personal responsibility to ensure member issues are handled properly and resolved at the first point of contact.

Focuses on delivering the Member Experience and achieving successful results in the Member Experience Surveys.

Regularly serves members with Platform and Teller activities including but not limited to:

• Providing consistent support to both the Platform and Operations as determined by business needs, may be required to assist in both areas daily as assigned by Branch Management.
• Remaining proficient and knowledgeable in all changing technologies available to members to create an Omni-channel experience. This includes but is not limited to all mobile, contact and online banking services.
• Conducting wellness calls from lists including pre-approvals, new member engagement and other assigned lists.
• Actively responding to inquiries from members, departments and Branch Management in a timely manner.
• Actively and consistently identifying Wescom product and service referral opportunities and working closely with all branch business partners and specialists.
• Actively identifying, referring and assisting members with auto/personal loan and credit card pre-approvals offers.
• Consistently identifies, mitigates and reports potential fraudulent activity.
• Produces high quality, accurate work with minimal errors, oversights and outages.

Utilize skills developed from the CON2

ECT model focusing on building relationships and identifying member needs. Collaborates with business partners to actively refer members, including leveraging the appointment system, department liaisons, etc. The business partners would include but are not limited to Financial Services, Insurance Services, Real Estate and Autoland.

Maintains knowledge of products and services. Regularly performs day to day transactions for members including, but not limited to deposits, withdrawals and transfers. Answers member inquiries and provides information in accordance with Credit Union policies and procedures for all account-related needs. May participate in the servicing of the coin and cash machines when required.

Processes applications for consumer loan products, including but not limited to auto loans, credit cards and unsecured lines of credit. May also provide member assistance and process applications for home equity loans and lines of credit. Serves as a member advocate throughout the loan process. Funds loans and provides basic credit review counseling…